Customer Experience/Service

Northwind Arms Hoteliers for Forecasted Mobile Booking Surge
The new mobile offering includes a geolocating/GPS capability, and can instantly link visitors to Web 2.0/social media sites, as well as to property review sites like TripAdvisor.
Jack's Out of the Box Technology
Fully recovered from his nearly-fatal run-in with a bus during the 2009 Super Bowl, Jack (namesake and fictitious founder of Jack in the Box restaurants) is entertaining web site visitors with playful interactive technology. Meanwhile, the IT team behind the scenes is working on several innovative projects to help Jack in the Box bring efficiency and effective communication tools to guests and franchisees. HT talks with CIO Debra Jensen and VP of systems development Michael Verdesca.

Can You Hear Me Now? Nope.

Despite surges in cell phone use, hotels and resorts often struggle to provide a network that can meet the needs of its guests. Hoteliers discuss the strategies and technologies that are helping them to overcome poor signal strength.
Fairmont Hotels & Resorts is Just an iTouch Away

The luxury hotel chain has launched an iPhone app that offers access to research, booking, the Fairmont President's Club and more.
Program Puts McLoone on Track to Hit $1M in Loyalty Revenue in 2010

Learn how McLoone Management was able to increase its net revenue for purchases made by loyalty club member by 8.8 percent annually for the past three years.
Starwood Shows Blackberry Users some Love with SPG App Release

The SPG App for BlackBerry Smartphones allows guests to book stays, access their accounts, check reservations, get directions and more.
Holiday Inn San Diego Bayside Clears 'Fog' Surrounding Flight Uncertainty

The award winning airport property provides guests with real-time flight information and boarding pass printing for more confident travel.
Mystery Shops: Waste of Time or Key to Driving Guest Loyalty?

Mystery shops are sometimes pegged as controversial due to disputed findings and the idea that it represents only "a moment in time," but the importance of third-party observation is undeniable, says The Heathman Hotel. Learn about the strategies and technologies that have helped the hotel to boost its guest satisfaction by 2%.
Demagnetized Key Cards a Distant Memory for CityCenter?

In an effort to eliminate the demagnetization problem associated with traditional mag-strip keys, CityCenter has decided to implement an RFID locking system in nearly all of the 6,000 guest rooms and suites.
Homewood Suites: Blended Biz Traveler Lifestyle Leads Chase to Bundled Value Proposition

Homewood Suites by Hilton reveals the latest in business traveler trends, plus the steps that the brand is taking to make sure that they are meeting guests' needs.

Northwind Arms Hoteliers for Forecasted Mobile Booking Surge

Jack's Out of the Box Technology

Can You Hear Me Now? Nope.

Fairmont Hotels & Resorts is Just an iTouch Away

Program Puts McLoone on Track to Hit $1M in Loyalty Revenue in 2010

Starwood Shows Blackberry Users some Love with SPG App Release

Holiday Inn San Diego Bayside Clears 'Fog' Surrounding Flight Uncertainty

Mystery Shops: Waste of Time or Key to Driving Guest Loyalty?

Demagnetized Key Cards a Distant Memory for CityCenter?

Homewood Suites: Blended Biz Traveler Lifestyle Leads Chase to Bundled Value Proposition